Available to hire
I’m an experienced customer service and operations professional based in Tacloban City, specializing in multi-channel support, escalation handling, and CRM-driven case management. Over the years, I’ve supported customers through email, chat, and phone while staying focused on resolution quality, fast turnaround, and strong customer retention.
I also bring a strong data and quality background, including data entry with high accuracy, reporting/analytics, and continuous quality assurance improvements through structured QA frameworks and coaching programs. In addition to operations and customer support, I’ve contributed to leadership, training, and talent acquisition, and I enjoy turning customer feedback into actionable insights that improve processes and team performance.
Experience Level
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Language
Work Experience
Customer Advocate at BOLD Philippines
September 1, 2024 - April 20, 2026Resolved complex product and service issues across chat and email, improving customer retention and satisfaction. Synthesized customer feedback into actionable insights that informed product and process improvements. Managed high-impact cases while maintaining service quality under pressure.
Customer Advocate at BOLD R Philippines
September 1, 2024 - April 20, 2026Resolved complex product and service issues across chat and email, improving customer retention and satisfaction. Synthesized customer feedback into actionable insights to influence process and product improvements. Maintained service quality while handling high-impact cases under pressure.
Freelance (Remote) Data Entry Specialist
August 1, 2024 - February 1, 2025Delivered high-volume data migration projects with 99% accuracy. Reduced data discrepancies through rigorous validation and cross-checking while maintaining strict compliance with data security and confidentiality standards.
Quality Supervisor at VSS Philippines
February 1, 2024 - September 1, 2024Led QA initiatives, improving team quality scores and boosting CSAT through coaching programs. Designed and implemented QA frameworks for consistent evaluation and operational efficiency.
Customer Service Representative
February 1, 2023 - February 1, 2024Provided multi-channel support while maintaining resolution times and customer satisfaction. Streamlined documentation practices to improve case tracking and resolution efficiency.
Talent Acquisition Specialist
September 1, 2022 - October 1, 2022Executed end-to-end recruitment, including sourcing and screening candidates across platforms. Refined job descriptions and candidate evaluation processes to improve hiring efficiency.
Senior Data Services Associate (Data Entry)
September 1, 2022 - February 1, 2023Ensured high data accuracy across large datasets supporting operational reporting. Identified and resolved inconsistencies, improving database reliability.
Senior Customer Advocate
July 1, 2022 - September 1, 2022Handled escalations and complex customer concerns while maintaining high service standards.
Data Entry Specialist
October 1, 2021 - July 1, 2022Processed high-volume data with 99% accuracy to support critical operations.
Lead Generation & Data Entry Specialist
May 1, 2021 - October 1, 2021Generated leads through targeted research to support business growth initiatives. Collaborated on content creation to increase social media engagement.
QA Supervisor / HR / Talent Acquisition at VOE Telesolutions
October 1, 2020 - May 1, 2021Established QA standards and training programs to enhance team performance. Delivered coaching and performance analysis to address recurring quality gaps. Led recruitment activities, screening and shortlisting top candidates.
QA Supervisor / HR / Talent Acquisition at VOE Telosolutions
October 1, 2020 - May 1, 2021Established QA standards and training programs to enhance team performance. Delivered coaching and performance analysis to address recurring quality gaps. Led recruitment including screening and shortlisting top candidates.
Quality Assurance Supervisor at Teleperformance Philippines
October 1, 2019 - October 1, 2020Led QA initiatives and training sessions to enhance agent performance. Analyzed service issues and implemented continuous improvement strategies.
Quality Assurance Specialist at Teleperformance Philippines
April 1, 2018 - October 1, 2019Evaluated customer interactions for compliance and quality standards. Produced performance reports supporting agent development.
Sales Development Representative
June 1, 2017 - March 1, 2018Handled inbound customer calls to book airline tickets, hotels, and car rentals. Upsold and cross-sold travel services to increase booking value while ensuring a seamless customer experience.
Sales Development Representative at Travel / Airline Services (Teleperformance context not specified)
June 1, 2017 - March 1, 2018Handled inbound customer calls to book airline tickets, hotels, and car rentals. Upsold and cross-sold travel services, increasing booking value while ensuring a seamless customer experience.
Member2 Member Mediation Specialist at Eperfmax Contact Centers & BPO
February 1, 2017 - February 1, 2017Facilitated conflict resolution to improve customer relationships. Maintained accurate and compliant mediation documentation.
Member Mediation Specialist at Eperformax Contact Centers & BPO
February 1, 2017 - February 1, 2017Facilitated conflict resolution to improve customer relationships. Maintained accurate and compliant mediation documentation.
Education
Bachelor of Science in Medical Laboratory Science at Remedios Trinidad Romualdez Medical Foundation College
January 11, 2030 - September 10, 2026Bachelor of Science in Medical Laboratory Science at Remedios Trinidad Romualdez Medical Foundation College
January 11, 2030 - September 10, 2026Qualifications
Lean Six Sigma Yellow Belt (CSSYB)
January 11, 2030 - September 10, 2026Quality Assurance Certified – Teleperformance
January 11, 2030 - September 10, 2026Lean Six Sigma Yellow Belt (CSSYB)
January 11, 2030 - September 10, 2026Quality Assurance Certified – Teleperformance
January 11, 2030 - September 10, 2026Industry Experience
Professional Services, Travel & Hospitality, Media & Entertainment, Healthcare, Telecommunications
Experience Level
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
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